# Senior Manager, Support Excellence

**Company:** [Lyft](https://hotfix.jobs/companies/lyft)
**Location:** Toronto, Canada
**Role:** Customer Success
**Salary:** CA$172k – CA$215k/yr
**Experience:** 8+ years
**Skills:** Artificial Intelligence, Knowledge Management, Quality Management, Learning And Performance, Tooling Enablement, Contact Center Operations, Reinforcement Learning, Okrs, Change Management, Product Management, Engineering Collaboration
**Posted:** 2026-07-29

> Leads Lyft’s integrated support-enablement portfolio spanning knowledge, quality, learning, performance, and tooling. The role sets AI-native support strategy, drives cross-functional adoption and execution, and manages multiple teams to improve customer outcomes.

## Job Description

## Responsibilities

### Vision & Strategy
- Define and own an integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement as a unified support-enablement system.
- Expand AI fluency across the portfolio, including AI-retrievable knowledge, quality signals for model improvement, AI-augmented workforce training, and tooling adoption.
- Define standards and OKRs grounded in industry benchmarks, with review cadences that maintain accountability and support growth.

### Execution & Accountability
- Translate vision into execution, remove blockers, drive decisions, and maintain a high bar for delivery across a dynamic portfolio.
- Lead the pace of AI adoption, tooling evolution, and operational efficiency.
- Engage deeply with knowledge governance, quality frameworks, and tooling adoption when needed while maintaining the broader strategic view.

### Cross-Functional Leadership
- Partner with Operations, Product, and Technology on agent and AI enablement, including knowledge architecture, training, quality signals, and tooling operationalization.
- Own the operational bridge between Product development and frontline implementation, ensuring capabilities are change-managed, rolled out, and supported effectively.
- Ensure quality measurement feeds reinforcement learning and continuous AI improvement.
- Build confidence in the team's impact through clear communication, executive presence, and consistent delivery.

### People Leadership
- Lead, develop, and retain managers responsible for distinct functions while maintaining unified standards across the portfolio.
- Build a culture of craft, ambition, and accountability.

## Requirements
- 8+ years of experience in support, operations, or a related function.
- At least 3 years managing multiple teams or functions.
- Transformative leadership with a clear perspective on the future of AI-native support.
- Proven ability to turn vision into execution across a multi-function portfolio with accountability for outcomes.
- Strong cross-functional partnership skills with Product, Engineering, and Operations.
- Executive presence and communication skills that establish credibility and confidence.
- Experience in customer support or contact center operations is a plus.

## Benefits
- Extended health and dental coverage, life insurance, and disability benefits.
- Mental health benefits.
- Family building benefits.
- Child care and pet benefits.
- Lyft-funded Health Care Savings Account.
- RRSP plan with company match.
- Flexible paid time off for salaried team members; hourly team members receive 15 days paid time off, with an additional day for each year of service.
- 18 weeks of paid parental leave through a top-up plan complementing provincial programs.
- Subsidized commuter benefits and Lyft ride credits.
- Hybrid flexibility to work from anywhere for up to 4 weeks per year.

## Compensation
- Expected base pay range in the Toronto area: **CAN $172,000–$215,000**, excluding potential equity, bonus, and benefits.

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